How to Integrate SalesForce With ProProfs Knowledge Base

Integrating Salesforce With ProProfs Knowledge Base lets you embed support forms right into your help site, allowing customers to submit feedback instantly, which is then automatically sent to your Salesforce account.

Here is how the SalesForce Integration lets you display the Support form in your ProProfs Knowledge Base

Benefits of Integrating Salesforce With ProProfs Knowledge Base:

• Automatically sends customer feedback from your help site to your Salesforce helpdesk

• Deflect tickets by giving customers relevant article suggestions in the support form. 

• Populate your knowledge base by turning resolved tickets into help articles that can be useful in addressing similar tickets.

To Integrate Salesforce With ProProfs Knowledge Base

Step 1:  On your dashboard, navigate to Settings > Integrations.

Step 2: Find Feedback Forms and click on Salesforce.

Step 3: Click “Add Salesforce.”  

Step 4: Enter your SalesForce Organization ID and click "Login to Install."

Step 5:  Choose required labels and click "Next" to customize your support form.

After clicking Next, you will get an option to customize the support form.

Customizing the Support form

First, we have the Form Settings

Step 1: Enter the “Form Title” and “Thank you message.”

Step 2: Check the settings options as per your requirement.

Step 3: Adjust the Height and Background Overlay of the form.

Here is a short description of options available in Form Settings

• Form Title - Enter a form title. 

• Thank you message - The thank you message will be shown after the form has successfully been submitted. 

• Allow attachment - Select this option if you want to allow users to attach files to the case. 

• Enable search suggestions (ticket deflection) - As the user types in a subject for the case, pages from your ProProfs site are instantly suggested. The goal is to help users find what they are looking for so they don't have to submit a case. This is often referred to as ticket deflection, as it helps customers find answers without ever having to submit a case.

Here is how the search suggestion appears

• Show placeholder text in form fields - Select this option if you want placeholder text to be in the form fields.

• Lightbox Height - Enter the height of the lightbox window. The default height is 500 pixels.

• Background Overlay - Select if you want the lightbox to have a transparent (80%) background overlay color.

You can also test the form anytime by clicking the Test button.

Tab Settings

Step 1: Select “Enable tab."

Step 2: Choose between text or image for the tab type.

Step 3: Customize the label text, background, and text color.

Step 4: Set the CSS as default or custom.

Here is a short description of options available in Tab settings

• Enable Tab - Unselect if you do not want to use the tab. 

• Type - You can use the default 'text' tab or upload an image.

• Position - Choose the position of the tab (top, bottom, left, or right). Changing will instantly update so you can preview it. You can also change the offset to move the tab to the desired location. 

• Label - Enter the text of the label. The default is 'Support,' but you can use other options such as Feedback, Help, Questions, Comments, Email, or Ask Us.

• Background and Text color -  Use the color picker to select the tab's color. You can also change the color of the text.

• CSS - For more advanced customizations, you can enter your custom CSS for the tab. 

Embed Options

Choose from Lightbox, Popup, or Embed Code options to integrate the support form into your site or external websites.

Here is a short description of embed options 

• Lightbox - This option allows you to add hyperlinks anywhere inside of ProProfs to open the support form in a lightbox. You can add the link in your navigation or anywhere on a page that will open the lightbox when clicked. Simply copy the provided hyperlink code: <a href="#" rel="supportlightbox">Support</a> and paste it on any page or in your header. You can see a link we added to the custom header called 'Support' below.

• Popup - This option works best for external websites and web applications. Just copy the provided code and paste it into your website. Clicking the link will open the support form in a pop-up window.

• Embed Code - If you want to embed just the form (no lightbox or pop-up window), then you can use this code. Just copy the provided code and paste it into the source code of any page of your external website.

Click Save to apply the changes in the Support form.

You will get a confirmation on successfully adding a SalesForce Support form. Click “Go to Preview.”

After you have set up the initial Salesforce integration, you need to configure the final Integration. 

Configure Salesforce Integration 

Step 1: Log in to your Salesforce account. Click on the settings icon in the dashboard's top right corner. From the dropdown, select "Open Advanced Setup."

Step 2: Enter "Web-to-Case" in the search bar and select the relevant option from the search results.   

Step 3: Under Basic settings, select the option "Enable Web-to-case" and save the preferences.

You have now successfully configured Salesforce Integration with ProProfs Knowledge Base. If you encounter any issues or have any questions, feel free to contact our support team.